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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Remote Support Manager - **Company:** Coretelligent, LLC - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $56,160.0 - $66,560.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Amazon Web Services, Data Analysis, Microsoft Azure, Software Documentation, Machine Learning, Virtualization Technology, Office365, Cobra, Kubernetes, Information Technology, Splunk, Dynatrace, Servicenow - **Published:** September 10, 2026 - **Apply:** https://www.builtincolorado.com/job/remote-support-manager/11145406?handler=ApplyRedirect ## About the Role * 5+ years of experience in IT support or service delivery, including leadership experience in an MSP environment * Proven experience managing technical support teams and driving performance against SLAs and KPIs * Strong understanding of IT infrastructure, including Microsoft environments (O365, Azure), networking, and virtualization * Experience with IT service management tools and platforms (e.g., ServiceNow, Kaseya, IT Glue, or similar) * Strong communication skills with the ability to engage effectively with clients, team members, and leadership * Highly organized with strong attention to detail and ability to manage multiple priorities * Ability to operate in a fast-paced, client-focused environment ## Description Leads the Remote Support team, overseeing technical support operations, ticket queues, incident response, SLAs, KPIs, quality assurance, escalations, staffing, and client satisfaction. The manager coaches and develops support engineers, improves processes and workflows, coordinates with Systems, Projects, and Security teams, supports tools and training initiatives, and fosters an accountable, high-performing service delivery culture., The Remote Support Manager is responsible for leading Coretelligent's Remote Support (RST) team, ensuring consistent, high-quality delivery of technical support across client environments. This role oversees daily operations, team performance, and service delivery outcomes, with a strong focus on responsiveness, communication, and client satisfaction. This individual manages team members, drives accountability to SLAs, and continuously improves support processes and workflows. The Remote Support Manager partners closely with Systems, Projects, Security, and leadership to ensure seamless service delivery and alignment across teams. The ideal candidate is a strong people leader with a background in technical support environments and a passion for operational excellence., * Lead, coach, and develop Remote Support Engineers, including performance management, feedback, and career development * Oversee daily operations, including ticket queues, service requests, and incident response to ensure timely resolution * Drive accountability to SLAs, KPIs, and service delivery standards * Monitor team performance and quality, including ticket handling, communication, and resolution effectiveness * Conduct regular quality assurance reviews of written and verbal client interactions * Identify performance trends and implement coaching or process improvements as needed * Manage service prioritization and resource allocation to ensure efficient handling of incoming work * Act as an escalation point for complex client issues and ensure timely resolution * Participate in a manager-level on-call rotation for escalations * Partner with Systems, Project Engineering, Security, and other teams to ensure alignment and seamless client experience * Serve as a key liaison between Remote Support and internal stakeholders * Ensure smooth handoffs between support, project work, and ongoing system management * Analyze trends in client issues, ticket volume, and team performance to identify opportunities for improvement * Drive continuous improvement initiatives to enhance efficiency, consistency, and client satisfaction * Support implementation of new tools, processes, and service delivery enhancements * Ensure team adherence to established processes, documentation standards, and best practices * Support training initiatives and onboarding for new team members * Foster a positive, accountable, and high-performing team culture, Perks: Fourteen holidays, including a day off on your birthday, flexible vacation, spot bonuses for demonstrated excellence, community and social events, learning and development, flexible working life, $100 well-being allowance, and other health & wellness perks. Equal Opportunity and Accessibility Commitment Coretelligent is an Equal Opportunity employer committed to diversity, equity, and inclusion. We welcome qualified applicants of all races, ethnicities, religions, ages, sexual orientations, gender identities, socioeconomic statuses, and more. Our focus is on creating an inclusive workplace where diversity is valued beyond compliance, ensuring that every team member feels respected, supported, and empowered to be their authentic selves. In compliance with the Colorado Anti-Discrimination Act (CADA), we do not request or consider age or age-adjacent information (such as graduation dates) during the hiring process. We encourage all qualified individuals to apply, regardless of age. We extend our dedication to accessibility and inclusivity to our remote workforce. In alignment with the Americans with Disabilities Act (ADA), we are committed to providing reasonable accommodations to enable individuals with disabilities to effectively perform their job duties in a remote setting. Applicants needing accommodations for the application or interview process are encouraged to reach out to [email protected] for necessary arrangements., Supervise a high-volume health and benefits support team serving HSA, FSA, HRA, COBRA, and commuter account holders. Coach employees, monitor service levels and quality KPIs, manage workflows, handle escalated issues, and collaborate with Product, Sales, Technology, Training, Quality, Talent Acquisition, and HR. The role includes recruiting, performance reviews, compliance training oversight, employee relations support, occasional escalated calls, and Saturday shifts based on business needs., Lead technical support teams for incident management and operational stability. Design and maintain CI/CD pipelines, administer Kubernetes (EKS), manage AWS infrastructure, implement observability with Splunk/Dynatrace, automate workflows using AI/agentic tools, and oversee 24x7 production support and problem management. Top Skills: Agentic Automation ToolsAiopsAWSBashCi/Cd PipelinesCloudwatchContainer PlatformsDynatraceEc2EksGithub ActionsIamInfrastructure As CodeJbossKubernetes (Eks)PythonRabbitMQRag FrameworksRdsRed Hat Enterprise Linux (Rhel)S3SplunkVpc FEVO ## Related Videos - [Our journey with Spring Boot in a microservice architecture](https://www.wearedevelopers.com/videos/511-our-journey-with-spring-boot-in-a-microservice-architecture) - [Building 10x Organizations Using Modern Productivity Metrics](https://www.wearedevelopers.com/videos/100026-building-10x-organizations-using-modern-productivity-metrics) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) ## Related Articles - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [13 AI Tools for Developers](https://www.wearedevelopers.com/magazine/302-13-ai-tools-for-developers)